Try our new research platform with insights from 80,000+ expert users

Amazon Connect vs Cisco Webex Contact Center comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jul 14, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Amazon Connect
Ranking in Contact Center as a Service (CCaaS)
2nd
Average Rating
8.4
Reviews Sentiment
7.9
Number of Reviews
18
Ranking in other categories
Contact Center Platforms (1st)
Cisco Webex Contact Center
Ranking in Contact Center as a Service (CCaaS)
4th
Average Rating
8.6
Reviews Sentiment
7.6
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Amazon Connect is 20.6%, up from 19.2% compared to the previous year. The mindshare of Cisco Webex Contact Center is 13.1%, down from 15.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center as a Service (CCaaS)
 

Featured Reviews

Rajni Kumar Jha - PeerSpot reviewer
Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce
My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.
Ahmed  Helmy - PeerSpot reviewer
Cloud simplifies deployment and expansion but needs more third-party options
If I wanted a single feature, the best feature is the fastest process for going live on the contact center features. Cisco Webex Contact Center also helps me avoid the headache of server configurations and management, as well as facilitating third-party integration like WhatsApp, which is much easier on the cloud. These aspects add value for my customers who opt for cloud contact center solutions, whether from Cisco or other competitors.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."
"The solution is easy to use and has no downtime. 99.9 percent of customers are happy with AWS cloud services. It is also easy to learn, but you need to practice daily."
"There is no technical experience needed to build it. It's easy for beginners to understand and use."
"Amazon Connect is really simple, straightforward, and very flexible."
"Amazon Connect is easy to learn."
"We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."
"The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers."
"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."
"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."
"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."
"Cisco technical support is outstanding."
"The central management tool, Control Hub, holds significant value for the management team."
"I rate the product's scalability a ten out of ten."
 

Cons

"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."
"One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."
"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."
"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."
"I would like to see a cold transfer capability instead of only offering a warm transfer."
"We have faced many challenges with the solution's call quality that could be improved."
"The tool needs to improve its bandwidth. When multiple users use Lambda functions, there can be timeouts from the Lambda function due to coding constraints. If it times out, the Lambda function fails and switches to an alternative branch. Improving bandwidth could address this issue."
"Future improvements could include support for email as a channel."
"With the solution, I face issues when trying to use the screen share option."
"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."
"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."
"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."
 

Pricing and Cost Advice

"The pricing of the Amazon is reasonable compared to other cloud providers."
"The tool's licensing model is pay-as-you-go."
"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."
"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."
"The licensing is a pay-as-you-go model."
"The solution is neither very expensive nor very cheap."
"I rate the tool's pricing an eight out of ten."
"The tool is cheaper than on-premise contact centers."
"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."
report
Use our free recommendation engine to learn which Contact Center as a Service (CCaaS) solutions are best for your needs.
848,716 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
9%
Insurance Company
7%
Government
7%
Computer Software Company
21%
Financial Services Firm
12%
Healthcare Company
9%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
What do you like most about Amazon Connect?
Amazon Connect is really simple, straightforward, and very flexible.
What is your experience regarding pricing and costs for Amazon Connect?
The pricing is rated ten due to its scalability and cost-effectiveness based on the level of usage. Several services are available to choose from, charging only when Lambda functions are triggered....
What do you like most about Cisco Webex Contact Center?
The central management tool, Control Hub, holds significant value for the management team.
What is your experience regarding pricing and costs for Cisco Webex Contact Center?
The price of Cisco Webex Contact Center needs to be revised a little bit.
What needs improvement with Cisco Webex Contact Center?
Cisco Webex Contact Center could improve by introducing more easy of use Omni-Channels integrated together & including more third-party integrations
 

Also Known As

AWS Connect
CC-One, BroadSoft CC-One
 

Overview

 

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.
AON, Office Depot, American Red Cross
Find out what your peers are saying about Amazon Connect vs. Cisco Webex Contact Center and other solutions. Updated: April 2025.
848,716 professionals have used our research since 2012.